“When people know what to expect each and every time they do business with you—caring, knowledgeable, and competent employees that won’t let them walk away unhappy—they are more likely to return again with their funds and friends in tow. But if you’re seen as erratic and unpredictable—some days delivering on the service promise, and other days treating standards as “nice to” but not “need to” performance goals—it creates a sense of unease and distrust that has a corrosive effect on loyalty.”